When a Misaligned SLA Nearly Destroyed a Partnership — Why Smart Contracting Protects CX
A Story to Start In late 2024, a fast-growing e-commerce company outsourced part of its support to a BPO provider. Both sides were excited. Both expected strong performance. Both signed what they believed was a “solid SLA.” Within two months, everything went downhill: The client complained the BPO was too slow. The BPO insisted they […]